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Gianluca Cappella

Centralized Technical Support

Work experience

Dec 2013Present

Centralized Technical Support

IBM, International Business Machines, Brno, Czech Republic

Working as part of a team in a busy and dynamic contact centre. Second level of support responding to queries that can not be solved by customer service. Contacting business customer via phone and email in Italian, French, Spanish and English. Responsible for responding effectively to the diverse needs of each customer. - monitoring Problem Management system for ticket progress - track, handle, update problem engagement queues - perform problem diagnosis by dialogue with end-user - performing software issues / Fix activities - document additional resolution scripted procedures for Customer Service Representative - update knowledge base documentation - identify new problems and provide innovate solutions - work with targets and dead lines - provide additional feedback and trainings for customer service

Since October 2014 working remotely from Berlin, Germany

Oct 2012Nov 2013

Senior Customer Representative

InfoSys BPO, Brno, Czech Republic

Customer service in Apple Care & CPU with Account Security in Apple Care (in French language) Providing support via phone, help and advice to customers who use the companies products or services. - technical support for iPhone, iPad and iPod, iMac, McBook - technical support for iOS and OSX (all versions) - managing Apple Account (if necessary blocking, activating, changing passwords) - working on targets based on customer satisfaction - ensuring that a customers problem is brought to a satisfactory conclusion - completing all administrative tasks and updating records


Sep 2008Mar 2013

French language - intercultural-mediation

University of Languages and Foreign Literatures - A. Moro in Bari, Italy

Bachelor Degree Title of thesis: "Freedom, equality, fraternity? " The Arabic minority in France between discrimination and racism

September 2010- March 2011 - LLP ERASMUS exchange student program, Université Charles de Gaulle - Lille , France


SapGui basic course
Cloud Computing
Cloud computing, architecture and security course
Personal Skills
Ability to stay calm under pressure; Able to react quickly and effectively when dealing with challenging situations; Committed to promoting high quality standards at all times; Adaptive to change and ability to multi-task; Able to quickly gain extensive knowledge of a company products & services; A good level of written and verbal communication skills; Brevet of swimming Driving licence B;
IT Skills
Troubleshooting Network infrastructure knowledge Anti Virus products knowledge Windows, Linux Active Directory Remedy, Maximo Lotus Notes Internet Explorer Ms Office, Outlook
Language Skills
Italian - Native French - C2 Spanish - C2 English - B2

About Me

An experienced customer services executive with years of invaluable experience working in the customer support departments of leading international IT companies in four languages. Highly focused with a comprehensive knowledge of how to maintain a professional, helpful and courteous relationship with allocated customers. Having an enthusiastic and positive attitude and working hard to ensure that customers receive an excellent level of service whilst at the same time ensuring the highest level of sales for the company.